Customer Experience Agent (Part-Time)
Apply NowLocation:
San Diego, CA, US
Company:
Soapy Joe's Group Inc is a customer-focused company specializing in car wash services with an energetic team atmosphere.
Summary:
The Customer Experience Agent (Part-Time) handles inquiries and promotes member retention through various communication channels. Candidates need an associate degree and 2+ years of relevant customer service experience.
Requirements:
Credentials: Associates degree or higher in Business and/or Marketing preferred
Experience: 2+ years customer service experience in a call center, 2+ years experience working in a CRM database (Zendesk, Dialpad, Microsoft Dynamics, Sugar, Hubspot or similar)
Job Description:
As a Customer Experience Agent you will be a part of an energetic team that gets true enjoyment out of engaging with people. The ideal candidate for this role enjoys having fun at work, helping others, and has natural creative instincts that drive their decision making. Being able to think on your feet, make people feel at ease, and quickly resolve problems are key attributes we are looking for. The Customer Experience Agent handles all member and customer inquiries via phone, chat, social media and email. They process memberships, sales, up-selling and promote member retention. This is a challenging role with growth opportunity, and it an excellent place to start with a growing company. This position will be Part-time and onsite at our Sorrento Valley /Mira Mesa Location. The preferred working schedule would be 8:30am - 2pm. This opportunity will be seasonal, with the opportunity to become permanent.
Key Responsibilities
- Ensure all member and customer interactions via phone, chat, email, social and review platforms are addressed with professional and courteous interactions.
- Update member accounts, billing, and credit information using a customer management system for ticket tracking, and databases, POS and/or CRM system for transactions.
- Manage multiple simultaneous customer sessions in a high-volume call center environment.
- Conduct outbound calls for cross-sell, up-sell, win-back and other assigned tasks.
- Ensure all membership account actions are processed in a timely matter.
- Consistently and accurately track daily tasks and customer dispositions in designated systems.
- Maintain strict adherence to all processes and procedures.
- Compose email replies to unique customer scenarios demonstrating excellent communication skills, ensuring spelling, grammar and punctuation are accurate.
- Contribute to member experience, referral and loyalty programs in coordination with Marketing and Field Operations teams.
- Overcome objections relating to billing, claims or other sensitive account concerns.
- Provide answers to membership questions demonstrating superb understanding of the product portfolio and promotions.
- Explain complex billing scenarios to a variety of audiences
- Contribute to building of Customer Experience scripts, macros and training as assigned.
- Escalate customer issues to management and provide value by trend-spotting issues or customer needs as they arise.
- Participate in focus groups to share “voice of customer” needs and points of view
